H.Samuel - Glasgow 56 Omdömen 

I am writing to formally raise a complaint regarding my recent in-store purchase and return experience, which has left me extremely frustrated and distressed.

I purchased a single earring (paid by cash) (product code 9179300) priced at £109 on 24th of December 2025, from your Braehead Shopping Centre store. At the time of purchase, I was explicitly told by the sales assistant that I could return the item within 14 days if I changed my mind. Based on this reassurance, I felt confident completing the purchase.

Five days later, I returned to the same store to return the earring, as I am currently facing financial difficulty and genuinely needed the money back. To my surprise, I was then told that no refund was possible, and that earrings could not be returned for hygiene reasons. This directly contradicts what I was told at the point of sale.

When I later checked the product information online for this exact item, the returns information states:

“If you’ve changed your mind about keeping your purchase, please return it in its original condition and we’ll exchange or refund it.”
Given this information, and the assurance provided by the sales assistant, I reasonably believed that returning the item within the stated time would not be an issue.

Instead, I was told that only an exchange could be offered “as goodwill.” The replacement earring I was able to choose was priced at £79, leaving a £29 difference. I politely asked if this remaining amount could be refunded in cash as a goodwill gesture, explaining my financial situation and the fact that I did not want an exchange in the first place. This request was refused, and I was forced to accept a £29 gift card, which I neither wanted nor needed.

This situation has caused me significant stress. I did not ask for store credit, and I made it clear that I needed a refund due to lack of money. Being left with a gift card instead of my own money feels extremely unfair, especially when:

I was told I could return the item within 14 days

I returned it within 5 days

The online product information states refunds are possible

The item was unused and in original condition

I am therefore requesting the following:

That this email be treated as a formal complaint

A full goodwill refund of the original £109, or at the very least:

Refund of the £29 gift card balance back to my original payment method

Additional compensation for the distress and inconvenience caused by being misinformed

Return reference: 4577-0214204

Store: Braehead Shopping Centre

I have always trusted H Samuel as a reputable retailer, which makes this experience particularly disappointing. I sincerely hope this matter can be reviewed fairly and resolved promptly.

I have attached the receipt for your reference

and if you want I can provide screenshots of the online returns information if required.
I look forward to your response.

Was served by Kirsten who was happy to oblige by fixing a gift I had brought for my daughter. She quickly made the adjustment and it seemed it was no problem to her. A very pleasant experience and I left the shop feeling very satisfied. Huge thanks again to Kirsten 10/10

Today 15th July 2025 my wife and I went into H Samuel Silverburn Glasgow for a valuation to replace a loss. The staff within were excellent, very approachable, making you feel at ease and very knowledgeable.
'Karen Morrison' was exceptional at helping my wife with making choices this was very quickly followed up with an email that was greatly appreciated 👏 we will be back to purchase our new ring.

Great prices, and even at 50, I think I can still pull off a pink G-SHOCK

I recently was in to purchase a duel time Casio watch. The staff couldn't of been more helpful and supportive as the talked through and explained this setting. They helped me set this up for my trip to america. I couldn't of asked for more from the staff.

I went to the Silverburn branch this morning, Friday 20th December. The girl who served me was an absolute superstar. I didn’t really know exactly what I wanted, but she showed me a few options and we eventually agreed. She boxed them up beautifully to make them look like a set, all the time with a smile on her face. I must have been served by ten different people today and she was head and shoulders above everyone else.
So thank you very much Ellie, you made my day. Hope my wife likes the earrings and necklace!!

I took my daughter to get her ears pierced, and she was anxious about it, although really wanted it done. Stef was amazing with her - so patient and kind and understanding. The piercing was done at the back of the shop where it was quiet, and was really good value. I would strongly reccommend Glasgow H Samuel, Buchanan shopping centre.

I've been buying from h samue
ls for years. Recently my husband has been buying me gift cards he run out of ideas for presents.lol we go to your store in silverburn and the staff are a great help go above and beyond. Look forward to shopping for my Xmas prezzies.xx

Recently went into silverburn H Samuels to have a link taken out of my watch strap. Excellent service. Link removed within minutes. Friendly staff, nothing was a bother. Fantastic customer service.

Took my daughter to the Silverburn store to have her ears pierced. Piercing assistant was so helpful and really looked after her. Very friendly, helpful staff. Excellent piercing service with plenty of beautiful earring choices. Highly recommended.

My name is Muhammad Ali and this store is fantastic there is one man in that store I want to mention, Ross, who was extremely kind and patient with me and my mum and as we brought in a rotary pocket watch he offered to fix it for us and helped us find the product as we lost the receipt and Secondly, when he was busy I asked him if he can show me two watches which he did with no hesitation and was very descriptive and informative.
So Ross if you are reading this I highly appreciate you and what you did for us and I want to say thank you.

Excellent customer service from staff, Ross knows his stuff and after speaking im already planning on my next watch!

Hi I’m new to this website but I’m very pleased and delighted how easily I managed to pick a few presents for 2 of my daughters birthdays which I think they will adore 10/10

a scene revisited. After a failed attempt to purchase a gift for my wife's birthday next month Hill Samuel came good and i got a great deal many thanks.

Marisa is a credit to H Samuel she made choosing a ring for my wedding anniversary so easy and spent time ensuring it was the one for me then ordering in my size due to needing a smaller size which wasn’t in stock in store.

We received a great customer service experience by the person Ross in their silverburn branch. He was very friendly with great listening skills. He went extra mile to fulfill our needs. Indeed a great asset for H samuel in their customer services department.

So better late than never for a review but my appreciation to Sharon from the Silverburn store has to be expressed (Sorry it took me so long). On the last week leading up to Christmas I decided to get a replacement for my wife’s lost wedding band. I picked one in the store while chatting away to Sharon. Unfortunately they didn’t have the size I needed but that wasn’t an issue as superhero Sharon was on the case. She sourced one in the Highlands getting to the store for me before Christmas (baring in mind all the postal issues at the time and it literally being that insane week just before Christmas).Really can’t thank you enough as I know you went above and beyond for me. My wife is also delighted with the ring. So a very big thanks to you and also the other lovely staff members I spoke to. Best wishes, Alex

Friendly staff at the Glasgow silverburn store who were very helpful in adjusting my watch links. I would most definitely recommend HSamuel for a trusted service.

Lovely customer service, very nice people. Went far and beyond to get me an eternity ring that I bought online, but unfortunately it didn't fit properly. Had to exchange it and they got me the ring. Thank you H Samuel.